14-Day Return Policy

Last updated: 10/06/2024

1. Introduction

This Return Policy applies to all purchases made on our website, www.airwheel.com.au. By accessing or using our services, you agree to comply with the terms outlined in this Return Policy.

2. Returns Policy

To initiate a return, please contact us at [email protected]. We'll guide you through the process and provide return instructions.

To be eligible for return, the following conditions must be met:

• The return request is made within 14 days of purchase.

• Proof of purchase is provided upon request.

• The item is in a saleable condition, meaning it is unopened, unused, and with all original packaging and tags intact, and the product's seal is not broken or tampered with.

If a return request is accepted, a 30% restocking fee will be charged on the total paid amount. We’ll send you return instructions on how and where to send your package. All items returned for a refund or exchange must be shipped back at the buyer's expense. Items sent back to us without first requesting a return will not be accepted. 

Please note that returns will need to be sent to the address we provide.

3. Order Cancellation:

Customer can only request an order cancellation if we are unable to fulfill and ship your order within 7 business days. You may also cancel your order if your item has not been processed or shipped. Please note that your item has been shipped if there is a tracking number, even if the tracking number has not been updated by the carrier yet. Once the item is shipped, your order cannot be cancelled. If the package is refused upon delivery, you will be charged for a 30% restocking fee.

4. Faulty or Defective Product Replacements

If you receive an item that is faulty, incorrectly described, or otherwise in breach of Australian Consumer Law, we will fulfill our legal obligations, which may include refunding the purchase price and delivery charges or providing a replacement product. If you receive a faulty item, please contact us immediately. You may be required to upload clear images of the damage, defect, or fault for assessment. 

Note: We may not be able to offer replacements or exchanges for products that are no longer in stock.

5. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 30-45 business days. Please note that it can take some time for your bank or credit card company to process and post the refund too. If more than 45 business days have passed since we’ve approved your return, please contact us.

6. Consumer Guarantees

This policy does not replace or exclude any rights you may have under the Australian Consumer Law. If you believe that an item purchased from us is faulty or defective, you may still retain your rights under the Australian Consumer Law. In cases of a major failure, you may choose between a refund, exchange, or repair, along with compensation for any other reasonably foreseeable loss or damage. You are also entitled to a repair or replacement if the item fails to be of acceptable quality and this failure does not amount to a major failure. We are not obligated to provide a refund, exchange, or repair if the item is damaged through misuse.

Certain legislation, including the Australian Consumer Law (the ACL) in the Consumer and Competition Act 2010 (Cth), as well as similar consumer protection laws and regulations, confer rights, warranties, guarantees, and remedies that cannot be excluded, restricted, or modified by us. Our liability is governed solely by the ACL, this policy, and any terms and conditions specified on our website.

7. Amendment

This policy may be amended at any time without prior notice. Any purchases made following such amendments will be considered as acceptance of the updated terms. We recommend checking our current Terms and Conditions before making a purchase. Our agents, employees, and third parties do not have the authority to amend this policy or our Terms and Conditions.

8. Contact Us

For any inquiries regarding returns or our Return Policy, please contact us via email at  [email protected]. If you have further issues, our customer service team is available to assist you.